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Acronis 2021Survival Kit

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I have a strange problem.

I run Acronis True Image 2021 on two computers.

On the first when I run the Survival Kit it tells me "Already Updated" which is correct because I can see in "Desk Management" an hidden folder of 2 GB.

On the second when I run the Survival Kit, it telles me  "Acronis survival kit error while creating media. Unable to mount the source.wim file".

However going to "Disk Management", I cann see the hidden folder Acronis HM(F:).

What is going wrong on the second computer?

P.S. An Acronis technician confirmed that in the second computer the Survival Kit was created by checking Disk Management. However he did not explain the error.

Can anybody have an idea of what is going on?

Thanks,

Daniel

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'Unable to mount the source.wim file' is normally caused by a problem with the Windows Recovery Environment where the .wim file is copied from.

I would recommend doing a Windows reboot initially then try again.

If you still see the same issue, then open Windows Disk Management and check to see if you more than one Recovery partition on this PC?  This can happen when Windows has been upgraded from an earlier version or if issues arose during an upgrade.

Open an Administrator command prompt window and run the command shown below:

C:\WINDOWS\system32>reagentc /info
Windows Recovery Environment (Windows RE) and system reset configuration
Information:

    Windows RE status:         Enabled
    Windows RE location:       \\?\GLOBALROOT\device\harddisk0\partition5\Recovery\WindowsRE
    Boot Configuration Data (BCD) identifier: bfb80be6-a2b4-11ea-ad10-a2228913a61a
    Recovery image location:
    Recovery image index:      0
    Custom image location:
    Custom image index:        0

REAGENTC.EXE: Operation Successful.

Another test here is to try to create normal 'Simple' rescue media using the Acronis Rescue Media Builder tool - this will try to mount the same source .wim file in order to create the WinPE media.  You can ask the tool to just create a .WIM file rather than needing to use a USB stick or DVD for testing.